Software Support Analyst

Your New RoleAre you a talented system administrator or support analyst looking for an exciting new role in Melbourne in Leidos Australia’s Intelligence business line? Our exciting classified programs at Leidos develop and support our Federal Government customers IT systems, including mission critical classified system. We have multiple opportunities to join our exciting multi-year program to deliver and support an enterprise Case Management System.In this role, you will provide Level 2 and Level 3 ITSM support for mission system applications. You will work in a small support team providing technical support and troubleshooting of technical issues and ensure continued operation of services. You’ll interact with the Leidos developers who are updating the application, the security operations team, client system owners, 3rd party product vendors and of course, end users. Other duties include:Level 2 and Level 3 System monitoring, technical support and reporting, including ongoing process improvements to enhance operational availability and reliabilityCompleting incident ownership including triage, investigation, resolution, escalations and post incident follow upPerforming root-cause analysis of application related issues and recommend solutions, liaising with other ITSM teams and end users as requiredCreating and maintaining system and operational documentation, including the creation and maintenance of Knowledge Based Articles for the Level 1 Help Desk and Level 2 Client Business SupportParticipation in a team on-call roster and management of priority incidents and problems with in contractual KPI’s.Engaging with the development team to identify new features and enhancements, and prepare for new application patches.